Suspend Account Charges - Seasonally

Spectrum Customer Web Portal and App

Background:

Spectrum customers who maintain multiple residences can set an account to a suspended status while not in use. Seasonal Status allows these part-time residents to put their Spectrum TV, Internet, and Voice services on hold at a reduced monthly fee. This will keep the account active and remove the inconvenience of canceling and reinstalling service.

There are two types of Seasonal plans:

Seasonal Plus for customers who have a home security system or a Smart Home device that needs to remain active during thier absence and which uses Spectrum Internet and/or Voice.

Seasonal Basic suspending Internet, TV and/Voice service for those without a security system or Smart Home device that requires Spectrum services to operate.

Discovery:

In our discovery work we identified a number of potential experience issues with this approach.

  1. Customer service representatives field about 150,000 calls a year from customers who would like to place an account on a Seasonal Status.
  2. Accounts can be placed on Seasonal Status once every 12 months for a duration of 2 to 9 months.
  3. A majority of accounts placed on hold have a Florida service address.
  4. Average cost of customer service call = $8/call

Problem Statement:

Spectrum customers with part-time residences need a way to put their accounts on a temporary hold without having to call a customer service representative. This will allow them to select an appropriate plan, set the start and end dates, and manage their seasonal service when their needs change.

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User Flow

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UI Designs

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Canary Testing:

To validate the functionality and effectiveness this feature was released using a Canary test to ensure its performance and stability.

  • 50/50 variant/control
  • Participants randomly selected from eligible Seasonal Status users
  • Incremental release
  • Minimum 2 week test period

Release schedule: Day 1 10%, Day 3 20%, Day 5 30%, Day 7 50%, Day 10 75%, Day 14 100%

Minimum Increment Metrics: Less than 5% BE error rate, Greater than 80% user completion rate

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